Retail TouchPoints

FEBRUARY 27, 2023

Faced with inflation that remains uncomfortably high despite a series of interest rate hikes, just over half ( 51% ) of retailers are planning to raise product prices — at least slightly — this year, according to the 2023 BDO Retail CFO Outlook Survey. DTC is emerging with great profit margins,” Brown noted.

Supplies 214

Supplies Retail Customer Data Technology 214

Retail TouchPoints

NOVEMBER 9, 2021

Companies must engage with, win and convert site browsers to customers in real time — yet many retailers are unable to achieve this today. Retailers are tasked with anticipating a shopper’s intent, predicting what product or service they want and then serving up the most relevant product recommendations, offers or suggestions.

Customer Experience 266

Customer Experience Small Business Retail Customer Recommendation 266

Retail TouchPoints

JANUARY 15, 2024

Within the larger global market, McKinsey estimates that the retail and CPG sectors have the most to gain from AI , with potential to harness the tech and drive huge improvements in operational efficiency as well as the customer and employee experience. But many of these tasks may just represent the low-hanging AI fruit.

Retail 298

Retail Customer Experience Technology Operations 298

Retail TouchPoints

OCTOBER 27, 2021

But supply chain pressures and ongoing uncertainty surrounding the pandemic means that consumers are focusing less on how immersive and entertaining in-store shopping experiences are and more on how safe and efficient they are. RTP: Do you have any closing tips or recommendations for retailers as we head into 2022?

Consumer 253

Consumer Supplies Fulfillment Technology 253

Wiser

SEPTEMBER 27, 2023

Customer satisfaction surveys are an invaluable tool for businesses seeking to improve their performance and stay ahead of the curve in an increasingly competitive market landscape. These surveys provide direct insights from the very people who matter most—customers. Surveys are not just questionnaires.

Customer 146

Customer Retail Customer Retention Improvements 146

Retail TouchPoints

FEBRUARY 7, 2022

Workwear brand Dickies has experienced a 94% increase in conversions since it launched size and fit recommendations on Tmall in China in partnership with 3DLOOK. Dickies rolled out the tool in May 2021 to help address one of its customers’ biggest points of friction: 50% of all support questions were related to size.

Recommendation 251

Recommendation Improvements Customer Consumer 251

Retail TouchPoints

JANUARY 16, 2024

Personalized experiences are one of the foundation stones of great customer experience, according to conventional wisdom. In some cases, personalization that’s too precise can underwhelm customers at best, and drive them away at worst. But is that true across the board? Not necessarily. Baby Boomers: Personalization?

Customer 259

Customer Improvements Consumer Recommendation 259

365 Retail

DECEMBER 1, 2022

Digital shopping through eCommerce and mCommerce platforms have fast become the go-to for many customers looking for a quick, hyper-personalised and flexible retail experience from the comfort of their own home – or on the go. Empowering store associates . Placing data and analytics at the centre .

Customer Experience 84

Customer Experience Customer Retail Technology 84

Retail TouchPoints

NOVEMBER 3, 2021

To offer simple product recommendations — such as “customers who bought this item also bought this” — is simply not going to cut it anymore. Customer expectations are at an all-time high, and if you are unable to deliver in line with the expectation, chances are likely someone else will. Getting Closer to Your Customers.

Recommendation 144

Recommendation Customer Retail Social Media 144

Retail TouchPoints

OCTOBER 22, 2024

Customers have different expectations for businesses of different sizes, requiring companies to tailor customer experience (CX) strategies to match their current growth stage. While tactics differ, all businesses must consider each customer’s lifetime value (LTV) and how that will be affected as they scale.

Payment Services 238

Payment Services Small Business Retail Recommendation Technology 238

365 Retail

OCTOBER 30, 2023

A comprehensive survey by Tyl by NatWest offers a deep dive into the changing relationship between consumers and retailers, examining the factors that attract shoppers to both small boutiques and large commercial outlets. Almost half (49%) shop with community benefits in mind, while 48% are keen to support their local business owners.

Small Business Retail 109

Small Business Retail Shipping Costs Customer Experience Customer 109

Retail TouchPoints

JANUARY 13, 2021

From there, the firm surveyed 530 consumers and leveraged a team of five UX designers to give each retailer a score out of 100 in seven relevant categories: overall experience, search, shop, cart, buy, fulfillment and returns. “The Consumers were confused as to what value that type of experience provided.

Other 246

Other Customer Experience Omnichannel Customer 246

Groove

JULY 31, 2024

It analyzes customer interactions and metrics, such as brand perception and satisfaction, to personalize various elements of your marketing content, including: Social proof Countdown timers Discounts Product recommendations Optimizing ads so that they align with specific customer interests can have a powerful effect.

Customer Data 195

Customer Data eCommerce Marketing eCommerce Customer 195

Kibo

OCTOBER 18, 2021

Every retailer wants their customers to have the best possible customer experience with their brand, and a disappointing CX is now a major turn-off for consumers. What Makes for a Great Ecommerce Experience? Ecommerce brands need to achieve the same high levels of CX across all channels your customers interact with.

Customer Experience 62

Customer Experience eCommerce Customer Multi-channel 62

Retail TouchPoints

OCTOBER 16, 2023

This is especially true during Black Friday and Cyber Monday, when more personalized and entertaining experiences are needed to capture attention amidst the noise. This data can then inform personalized marketing campaigns, showcasing tailored product recommendations that align with each customer’s unique style.

Social Media 258

Social Media Consumer Information Marketing 258

Kissmetrics

JUNE 17, 2021

No matter how innovative your product or competitive your pricing, if your customers are ultimately unhappy, they’re not going to stick around. percent of businesses surveyed in 2020 named customer experience as their number one priority over the next five years: What exactly do we mean by “customer satisfaction?”

Customer 324

Customer Social Media Improvements Recommendation 324

ChannelAdvisor

NOVEMBER 8, 2023

Brands and retailers spend their whole careers chasing down answers to these questions — but we’ve revealed them in our 2023 global online survey results. Our 2023 Online Consumer Behavior Global Report covers the trends shaping global e-commerce today with survey findings (in partnership with Dynata) from over 6,000 consumers worldwide.

Consumer 52

Consumer eCommerce Consumer Electronics Multichannel 52

Retail TouchPoints

DECEMBER 6, 2023

When you think of magical customer experiences, one particular brand probably comes to mind: Disney. Let’s explore why this is the case and how customer obsession can benefit your business. What is Customer Obsession? In doing so, businesses deploy a top-to-bottom customer-centric philosophy.

Customer 261

Customer Customer Experience Improvements Consumer 261

Groove

AUGUST 19, 2024

Benefits of The Gorgias Klaviyo Integration Integrating platforms allows you to upgrade the customer experience provided by your eCommerce store, as well as increase the efficiency of your in-house team. Setting Up the Gorgias Klaviyo Integration Setting up your Klaviyo and Gorgias integrations is simple: Log into Klaviyo.

Customer Data 195

Customer Data Customer Experience Information eCommerce 195

Forrester eCommerce

AUGUST 11, 2021

Imagine a highly qualified candidate for an important role at your company reaches out to a current employee asking if they are happy and if they would recommend working for your organization. Data from Forrester’s The State Of Customer Obsession 2021 survey demonstrates that […]. Is the reply a heart emoji? A teardrop?

B2B 322

B2B Recommendation Customer Customer Experience 322

Retail TouchPoints

APRIL 8, 2024

At my local supermarket, the self-checkout PIN pad has a note asking if I want to take a two -question survey (I don’t). CVS Health has made a concerted effort to connect the feedback it collects — the good, the bad and the ugly — with its own associates, executives and the customers themselves.

Customer 191

Customer Customer Experience Improvements Consumer 191

Retail TouchPoints

JULY 26, 2024

More than three-quarters ( 76% ) of respondents to Retail TouchPoints’ latest Store Design & Experience Survey expected their store design budgets to rise in some way over the next 24 months, but that doesn’t mean they can make careless investments. Download your copy of the survey.

Download 251

Download Retail Presentation Recommendation 251

GetElastic

MARCH 16, 2021

The global pandemic has accelerated long-term customer experience trends with consumers increasingly shifting from physical to digital channels and changing their shopping behaviors: The flight to digital and omnichannel is likely to continue, with an increase in intent to spend online of up to 40%*, even post-pandemic.

Customer Experience 97

Customer Experience Customer Social Media eCommerce 97

Retail TouchPoints

JUNE 15, 2020

Consumer Pulse Survey conducted during the first week of June. When the Centers for Disease Control and Prevention (CDC) surveyed more than 4,000 U.S. For 79% of that group, the loosening of government restrictions is not a sufficient incentive for them to regularly return to stores, restaurants or other out-of-home activities.

eCommerce 134

eCommerce Consumer Retail Payment Services 134

Retail TouchPoints

JULY 5, 2022

Nearly four in 10 ( 37% ) of retail decision-makers said their ecommerce business is not meeting profitability targets in the Publicis Sapient/Salesforce survey, which was conducted in partnership with Ipsos. What the research found that was a little surprising to me was the importance of customer experience,” said Anderson. “If

Shipping Costs 280

Shipping Costs eCommerce Retail Merchant Services 280

Retail TouchPoints

MAY 31, 2022

However, according to findings in our 2022 Relevance Report , retail brands aren’t yet availing themselves of this actionable customer data — or if they are, they aren’t yet using it to deliver compelling customer experiences. The question is whether retailers can overcome the “experience gap.” The Gen Z Factor.

Mobile 315

Mobile Customer Data Recommendation Fashion 315

UpSellIt

NOVEMBER 7, 2024

In a market where customer acquisition costs are soaring and competition is fierce, fostering loyalty can set your brand apart. In this blog, we’ll explore three effective strategies to increase customer loyalty and turn one-time buyers into lifelong advocates. What is Customer Loyalty?

Customer Loyalty 135

Customer Loyalty Customer Live Chat Customer Experience 135

Retail TouchPoints

MARCH 11, 2021

The survey — a hybrid online and computer-aided telephonic interview (CATI) survey of 140+ U.S. Amid this significant shift to online, however, order fulfillment has been a drag on profit margins, according to The New Store Experience Imperatives in High-Touch Retail. A frictionless return experience is critical.

Fulfillment 293

Fulfillment Order Fulfillment Shipping Costs Social Media 293

Retail TouchPoints

JULY 23, 2024

Once the purview of science fiction, artificial intelligence (AI) has now permeated our everyday lives — from the home devices that recommend songs for our playlists, to the apps we use to monitor commuter traffic, to the chatbots that pop up to ask if we need any help. billion by 2030, reflecting an astounding 15.7% billion in 2023 to $14.07

eCommerce 246

eCommerce Technology Consumer Retail 246

SellBrite

MAY 25, 2017

In an effort to boost sales and effectively differentiate from competitors, more ecommerce entrepreneurs and hiring managers are working hard to build dedicated customer experience teams at their companies. You have to invest in customer experience. Why Customer Experience Matters.

Customer Experience 123

Customer Experience eCommerce Customer Social Media 123

Retail TouchPoints

JUNE 13, 2024

It’s as simple as clicking on an offer, making the qualifying purchase and then redeeming the cashback, which is then deposited into a customer’s PayPal or Venmo account or their digital wallet. This immediacy simplifies the process and enhances the overall customer experience, making rebates more appealing than ever.

Food and Beverages 206

Food and Beverages Marketing Mobile Customer Loyalty 206

Sailthru

FEBRUARY 5, 2019

In research sponsored by Mastercard, “The Age of Personalization: Crafting a Finer Edge,” HBR surveyed 600 business executives in various industries about personalization. According to HBR’s survey, 90% of business executives agreed that customers expect organizations to know their interests and anticipate their needs.

Recommendation 60

Recommendation Customer Experience Customer Loyalty Customer Data 60

Retail TouchPoints

OCTOBER 8, 2024

These decision-makers are striving to make changes, as 74% of the survey participants recognize the need to digitally transform the selling experience. Connect product data with key stakeholders in the supply chain to create better online customer experiences. Use AI to personalize customer recommendations.

B2B 239

B2B eCommerce Platforms eCommerce B2C 239

Retail TouchPoints

MARCH 21, 2022

Imagine a retail location where customers using an AR-powered mirror can see how clothing looks on them without ever entering a changing room. Or a customer receives immediate, personalized product promotions and recommendations the moment they walk in a store, creating a truly customized experience.

Payment Services 250

Payment Services Small Business Retail Retail Customer Experience 250

Retail TouchPoints

AUGUST 29, 2024

This soft projection is reaffirmed by Salesforce consumer surveys indicating that although 47% of shoppers say they will buy the same amount as they did in 2023, 40% plan to spend less this year. The old playbooks still work, and that [customer] acquisition is gold.” While holiday sales grew 3% YoY in 2023, reaching $1.17

Shipping Costs 248

Shipping Costs Consumer Shipping Supplies 248

Retail TouchPoints

SEPTEMBER 8, 2023

A survey of B2C marketing decision-makers in the Forrester 2023 B2C Marketing Challenges and Priorities report indicated that these issues top the list of respondents’ challenges within the next 12 months, at 47% each.

B2C 223

B2C Marketing Technology Customer Data 223

Retail TouchPoints

AUGUST 30, 2023

based survey conducted by Dynata. With customer behaviors and expectations changing so rapidly, it’s difficult to pinpoint what truly drives this lack of brand love and loyalty. Nearly two-thirds of consumers ( 65% ) say they “love” fewer than three brands, according to a U.S.-based But what’s happening in retail specifically?

Customer Loyalty 249

Customer Loyalty Retail Shipping Costs Financial Services 249